Supervisor Customer Success

Job Title: Supervisor, Customer Success

Who we are:

Print ePS, the print operating unit of eProductivity Software (ePS), boasts a 30+ year legacy as the leading global software provider across all segments of the print industry. Our extensive portfolio of cloud-enabled and future-ready software solutions empowers print companies of all sizes, driving profitability, reducing costs, and facilitating successful transformation.

Position:

Print ePS is seeking a proactive, results-driven Supervisor, Customer Success to lead and support our Mid-Market support team. This role is crucial in ensuring seamless customer experiences through effective team leadership, performance management, mentoring, escalation handling, KPI tracking, and the execution of training programs.

As a Supervisor, Customer Success, you will work closely with Worldwide Operations Leads to align IDC operations with global strategies, ensuring consistent service quality and operational excellence. This role requires strong interpersonal skills to foster collaboration with internal teams, global counterparts, and customers. The ideal candidate will be goal-oriented, process-focused, and capable of managing daily operations with efficiency and precision.

As a Supervisor, Customer Success, You Will:

• Provide leadership, guidance, and direction to the Mid-Market customer success team, ensuring alignment with organizational goals and objectives.
• Collaborate with the Manager, Customer Success, to develop and implement strategies for enhancing employee engagement, retention, and growth, specifically using data-driven insights.
• Assist in the training, development, and onboarding of new team members, equipping them with the necessary skills and knowledge to excel in their roles.
• Monitor team performance and customer interactions, providing feedback, coaching, and support to drive excellence, ensuring team members are proficient in utilizing their skills to meet customer needs and optimize service delivery.
• Serve as an escalation point for complex customer issues, work closely with team members and cross-functional teams to ensure timely resolution and customer advocacy.
• Interact with all levels of the customer organization from Senior Management to operator level, internal/external customers and stakeholders.
• Analyse, organize, and report on the progress of ongoing customer issues.
• Ensure accuracy/accountability/progress of issues through data and reporting tools
• Daily administration of customer cases via our defect/case tracking applications like Jira and Salesforce.
• Collaborating with your manager on building reports and dashboards used to communicate the status of Support/Customer objectives.
• Host and/or contribute to meetings, including quarterly performance review meetings, to communicate the performance results of people and processes with direct reports.
• Monitor global support queue, focusing on the customers in local time zone and milestone/ priority violations.
• Ability to engage with simple and complex and multiple functions and verticals to ensure the smooth functioning of business, process and implementation.
• To be able to engage with team members and keep them motivated.
• To take up operational responsibility for the work that the team does and for the people who are direct reports.

Job Requirements:

• Bachelor's or Master’s degree in Business, Commerce, Computer Science, IT, or related field.
• Minimum 12 years of experience in customer support, customer success, or service delivery roles, including at least 5 years in a supervisory or team lead capacity.
• ERP/MIS Product workflow support experience and team leadership.
• Strong understanding of KPI tracking, performance management, and operational reporting.
• Proven experience in handling customer escalations and doing Root cause analysis in a high-pressure environment.
• Strong interpersonal skills with the ability to build trust and influence cross-functional teams.
• Proficiency in CRM and support tools (e.g., Salesforce, JIRA, Confluence or similar platforms).
• Exceptional interpersonal and communication skills, with the ability to inspire, motivate, and build strong relationships with both team members and customers.
• Strong verbal and written communication skills, essential for conveying ideas, facilitating discussions, and providing clear instructions and updates, strong cross-functional working knowledge.
• Strong problem-solving and decision-making abilities, with a strategic and analytical mindset.
• Ability to effectively manage competing priorities and deadlines in a dynamic and fast-paced environment.
• Advanced skills in data analysis and dashboard reporting for operational insights, such as Salesforce Reports and Dashboards.
• Familiarity with mid-market customer segments and their operational needs.
• Exposure to working in global teams and multicultural environments.
• Ability to work flexibly to ensure overlap with US/EMEA stakeholders and customers.

Preferred Requirements:

• Experience in the printing, packaging, or software industry.
• Working knowledge of process improvement methodologies such as Lean or Six Sigma.
• Proficiency in additional languages for customer communication.